Reverse Logistics: The Difference between Service and Manufacturing Industry

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F16%3A00087772" target="_blank" >RIV/00216224:14560/16:00087772 - isvavai.cz</a>

Výsledek na webu

<a href="http://www.cambridgescholars.com/enhancing-customer-experience-in-the-service-industry" target="_blank" >http://www.cambridgescholars.com/enhancing-customer-experience-in-the-service-industry</a>

DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Reverse Logistics: The Difference between Service and Manufacturing Industry

Popis výsledku v původním jazyce

This chapter examines reverse logistics management in services and presents some managerial issues of service companies concerning reverse logistics in comparison to manufacturing companies. The data were collected through personal interviews. The findings reveal several differences between reverse logistics in services compared to other industries. Specifically, we found that reverse logistics of services is driven substantially more often by issues surrounding customer relationships and marketing concerns, while corporate responsibility, concern for the environment, government regulation and cost reduction are more frequently drivers introduced by managers of manufacturing companies. Services, particularly in small-sized companies, are more innovative in their reverse logistics policies and the impact of reverse logistics on profitability is perceived substantially higher in comparison to manufacturers.

Název v anglickém jazyce

Reverse Logistics: The Difference between Service and Manufacturing Industry

Popis výsledku anglicky

This chapter examines reverse logistics management in services and presents some managerial issues of service companies concerning reverse logistics in comparison to manufacturing companies. The data were collected through personal interviews. The findings reveal several differences between reverse logistics in services compared to other industries. Specifically, we found that reverse logistics of services is driven substantially more often by issues surrounding customer relationships and marketing concerns, while corporate responsibility, concern for the environment, government regulation and cost reduction are more frequently drivers introduced by managers of manufacturing companies. Services, particularly in small-sized companies, are more innovative in their reverse logistics policies and the impact of reverse logistics on profitability is perceived substantially higher in comparison to manufacturers.

Druh

C - Kapitola v odborné knize

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

<a href="/cs/project/GA13-14704S" target="_blank" >GA13-14704S: Řízení zpětných toků jako prostředek tvorby hodnoty</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2016

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název knihy nebo sborníku

Enhancing Customer Experience in the Service Industry: A Global Perspective

ISBN

1443884960

Počet stran výsledku

28

Strana od-do

103-130

Počet stran knihy

281

Název nakladatele

Cambridge Scholars Publishing

Místo vydání

Newcastle upon Tyne

Kód UT WoS kapitoly

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